Apurva Patel

Technical Support Lead handling Tier 2–3 escalations across platform workflows, integrations, and account configurations. Provide fast, clear, and empathetic support via Intercom while ensuring SLA adherence and high-quality responses.

Lead troubleshooting efforts using browser dev tools and logs, document bugs for Engineering, and collaborate with Product/QA on issue resolution. Support onboard

• Investigated SIEM alerts, suspicious login activity, and account anomalies using Active Directory and endpoint logs to identify indicators of compromise (IOCs)
• Conducted credentialed Nessus scans to identify critical vulnerabilities and prioritized remediation based on CVSS scores
• Conducted access control audits in Active Directory and OKTA, identifying and remediating misconfigurations alig

• Provided technical support for 100+ users, troubleshooting system, network, and access-related issues
• Diagnosed and escalated complex incidents, ensuring 99%+ system uptime
• Resolved Smartcard authentication and account access issues in compliance with DoD security standards
• Troubleshot Active Directory and Group Policy issues to restore user access and reduce downtime
• Investigated an

• Resolved 30+ daily customer issues related to network connectivity, email, and system access
• Diagnosed and reduced escalations by identifying root causes of recurring network issues
• Escalated high-priority outages to appropriate teams, reducing downtime and improving response time
• Maintained accurate documentation of incidents and resolutions within ticketing systems

• Delivered friendly, personalized customer service to ensure a positive guest experience and high satisfaction ratings.
 • Performed and maintained accurate night shift audits, reconciling transactions and generating daily financial reports.
 • Managed guest reservations using choiceADVANTAGE PMS, efficiently assigning rooms, issuing room keys, and processing payments.
 • Processed guest reservat

**Family-Owned Retail Business**


• Hired, trained, and supervised new employees, ensuring they were well-equipped to provide exceptional customer service and operate efficiently in a fast-paced environment.
 • Managed daily operations, including inventory control, cash handling, and shift scheduling, to maintain smooth business operations and meet customer demand.
 • Monitored and maintained in

• Provided technical support for POS systems, CCTV surveillance, and internet connectivity, ensuring 99% uptime and resolving outages swiftly — mirroring production-level support and incident resolution.
• Diagnosed and resolved network and system issues, reducing transaction errors by 25%, showcasing analytical and troubleshooting skills applicable to ATM or infrastructure support.
• Delivered

Jul 2023

Related Coursework:
- Web-based application design and development, using HTML, CSS, JavaScript, and jQuery.
- Intro to Computer Science 1 and 2 using Java
- Intro to Operating Systems and Networking, using C++ and AWS cloud9
- Intro to Information security and privacy
- Programming and Penetration Testing
- IT infrastructure and Security, using Kibana, Log analysis, pandas, and MITRE ATT&CK metho

Graduated in July 2020

Jan 2025

Sep 2023

Aug 2023

Apr 2022